Latest posts

Staff engagement linked to customer experiences

  There is a strong link between levels of employee engagement and the effort and commitment of employees to their company, and a consequent link with positive customer experiences, according to a research report by Temkin Group.  The report, entitled 'Employee Engagement Benchmark Study', examined the attitudes and behaviors of 2,435 US employees at for-profit […]

Facebook and twitter to become dominant channels for customer service

  More than three in four consumers believe that social media platforms will soon either completely replace other means of customer service or at least become the main way of contacting companies, according to new study  The survey report, entitled 'The Consequences of Ignoring Your Customers', examined consumer expectations about social media, and followed earlier […]

Customer communication trends for 2012

  The consumer revolution is in full swing, and customers dictate not only the channels they use to communicate with brands but also the quality of service that will convince them to stay loyal, according to Mark Brown, managing director of contact centres and loyalty for Arvato UK  The company warns that, as brands continue […]

Two in three customers give thumbs up to in-store mobile technology

  According to a recent study by Motorola Solutions, 67% of shoppers agree that mobile and in-store technology enhances their shopping experience  Mobile websites, self-checkout payment lanes, self-service price checkers, and easy-to-access product information, available through QR codes or mobile sites are the most helpful technologies to consumers. Here are some of the most interesting […]

Social media and cloud computing dominate analyst 2012 predictions

  Cloud computing and social media will continue to provide industries with new avenues for effective customer communication and engagement, facilitating increased revenue and sustainable interaction with key customers Analyst Gartner has revealed its top predictions for IT organisations and users for 2012 and beyond. Analysts said that the predictions herald changes in control for […]

The benefits of speech analytics revealed in new book

  How to gain measurable benefit from Speech Analytics – new Best Practice Book from the Professional Planning Forum new for 2012 Edited by Paul Smedley, Chair and Founder of the Professional Planning Forum, this is an 86 page book full of top tips from practitioners as well as experts – with case studies and […]

Sales and marketing fusion to fuel sales growth

  A Chartered Institute of Marketing 'Marketing and Sales Fusion' white paper has predicted the demise of separate marketing and sales departments within the next decade – but what of customer service? The paper reflects on the history of marketing and sales, and considers the possible future direction of both disciplines, arguing that businesses that […]

Emerging markets ahead in social media usage

  Businesses in the UK, Germany and Canada are lagging behind their peers in the emerging markets when it comes to adopting and using social media, according to the global 'Going Social' report from KPMG. China, India and Brazil are, on average, 20 to 30 percentage points more likely to use social media than their […]

Satmetrix targets SME’s with new Net Promoter offering

  Cloud-based subscription software enables small-to-medium-sized companies and departmental buyers to see benefits within weeks Satmetrix, the Net Promoter® software company, has brought its best practice customer experience technology within the reach of every business with the launch of NPS® Go! and NPS® Go+, the latest additions to its Net Promoter in the Cloud software […]

Digital marketing and social media – engagement in a degree course

  A unique degree course that combines two critical areas in marketing and has the backing of a major blue-chip organisation and a leading social media agency is now recruiting its first students. Launched by Leicester Business School at De Montfort University (DMU) in Leicester, the BA (Hons) Digital Marketing and Social Media – the […]